Team Manager | Ilocos
Sutherland View all jobs
- Ilocos Region
- Permanent
- Full-time
- Drive and manage the overall performance of a team of Consultants.
- Ensure achievement and consistent delivery of all operational and client KPI targets.
- Identify performance gaps and implement action plans for continuous improvement.
- Manage attrition, shrinkage, attendance, and other critical workforce metrics.
- Foster a culture of accountability, collaboration, and high employee engagement.
- Build strong working relationships with internal and external stakeholders.
- Provide structured coaching, mentoring, and performance management.
- Conduct regular performance reviews and development planning.
- Support career growth and readiness of team members through effective coaching strategies.
- Analyze team performance data, customer trends, and operational opportunities.
- Provide insights and recommendations to Operations Leadership.
- Ensure compliance with company and client standards, policies, and procedures.
- Support and implement company-wide initiatives, process improvements, and engagement programs.
- Uphold and strengthen Sutherland’s service excellence and reputation.
- Coaching Certification required
- Minimum of 1 year leadership experience in a BPO
- Experience supporting Banking, Financial Services, or Insurance (BFSI) accounts
- Background in Compliance-driven programs or regulated environments
- Exposure to risk management, quality, or regulatory operations is an advantage
- Proficiency in Microsoft Office and reporting tools
- Strong analytical skills with ability to interpret data, identify trends, and recommend solutions